IT Support Specialist

Technical Support & Troubleshooting Provide Tier 1 and Tier 2 technical support for computers, mobile devices, printers, and applications Respond to IT help desk tickets in a timely and professional manner, ensuring prompt resolution Diagnose and resolve issues related to hardware, operating systems, network connectivity, and software applications Escalate complex technical issues to the IT Systems Administrator or IT Manager as appropriate Maintain accurate records of support requests, resolutions, and system changes System Setup & Maintenance Assist with new user setups, including computer configuration, system access, and software installation Manage user accounts, passwords, and permissions in accordance with IT policies Support system updates, antivirus deployments, and security patching Maintain inventory of IT assets, including laptops, monitors, and mobile devices Assist with deployment and maintenance of hardware and software at remote sites Network & Application Support Support end users in the use of business-critical applications Monitor basic network connectivity and assist in troubleshooting outages Provide support for telecommunication systems, printers, and wireless devices Coordinate with external vendors or service providers to resolve connectivity or performance issues Training & Documentation Educate employees on technology use, IT policies, and security best practices Maintain and update IT documentation, including system setup guides and troubleshoot procedures Contribute to user-friendly "how-to" resources and training materials for common IT tasks Security & Compliance Enforce IT security policies and best practices in coordination with IT leadership Support antivirus, malware protection, and endpoint security monitoring Participate in regular reviews of system access, password management, and device compliance Maintain confidentiality of company data and adhere to all IT security procedures Other duties as assigned Qualifications & Requirements Associate or bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered 2-4 years of experience in IT support, help desk, or desktop services role Strong working knowledge of Microsoft Windows, Office 365, and hardware troubleshooting Experience with Active Directory, VPN, and remote desktop tools preferred Excellent customer service and communication skills Strong problem-solving and multitasking abilities with high attention to detail Availability for after-hours support or on-call coverage on a rotating basis

Core Competencies Customer Service :

Delivers responsible and professional support to internal users

Technical Proficiency :

Troubleshoots and resolves a variety of IT and system issues effectively

Communication :

Explains technical information clearly and concisely to non-technical users

Problem Solving :

Diagnoses issues methodically and recommends appropriate solutions

Collaboration :

Works effectively within the IT team and across departments

Adaptability :

Adjusts quickly to changing technologies, priorities, and business needs

Organization :

Manages multiple support requests and tasks with attention to detail Physical Demands & Work Environment Regularly required to sit, stand, bend, and lift up to 20 lbs Frequent use of computers, printers, phones, and IT equipment Occasional travel required to company divisions for onsite support Work is typically performed in a professional office environment with moderate noise levels and standard lighting Education Preferred Associates or better in Information Technology or related field

Behaviors Preferred Detail Oriented:

Capable of carrying out a given task with all details necessary to get the task done well

Team Player:

Works well as a member of a group Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.